Angélica Luz Atlassian Team

Hi Justin, If you are using Jira Service Desk, perhaps there is an automation that changes the transition when someone adds a comment. Related to the comment that shows the different user in the activity and history tab, does it show the full name or only the username? If it's not the JSD, I believe we will have to open a…

Hi Dustin, Thank you for your feedback. As it is related to the design and it's necessary that our dev team make changes on the code, I would like to suggest that you open a suggestion for this modification on jira.atlassian.com. You can open this suggestion on the project JSDCLOUD and add the necessary details. After you…

Hi Jonathon, Currently, it's not possible to restrict members or groups from showing up on mentions. We do have a feature request suggesting the implementation of such ability: - https://jira.atlassian.com/browse/JRACLOUD-62463 Please, make sure to watch and vote to receive updates about the feature. I'm sorry we can't be…

Hi Dan, It can be related to permission but also you must check if you didn't remove the field "Resolution" from the screen. Please, go to the project settings and click on "Permissions". You will see the "Resolve issues" and on the right side, it shows who can do this. Usually is "Any logged in user" and if it's not set…

Hi Mark, I saw that you opened a ticket with our support and there is a feature request regarding this issue: - https://jira.atlassian.com/browse/JRACLOUD-69973 This option was not implemented in the new issue view and I saw that it was disabled of your instance. Please, let us know if there is anything else we can help.…

Hi Toby, I've tested on a test instance and there is no option to link an article to a ticket using automation or a post function on the workflow. The option that may help you is to use the add-on "Automation for Jira", then you can add a comment to the ticket with the KB link when the ticket is moved. It's necessary to…

Hi Francisco, Currently, it's not possible to disable the sidebar, it's possible only to reduce its size to show only icons. We have feature request suggesting the implementation of this option: - https://jira.atlassian.com/browse/JRACLOUD-64362 - https://jira.atlassian.com/browse/JRACLOUD-60880 If you have any other…

Hi Romer, They must have a service desk license, so they can vote on Jira Software tickets. Portal only customers can't vote on Jira Software tickets. Regards, Angélica

Hi Dennis, Can you please let us know where are they changing the avatar? There are two links where they can change it: on https://id.atlassian.com or by clicking on their avatar on the bottom left > profile. Have they tried to change on both links? Also, can you please ask them to check the "Developer tools" at the moment…

Hi Karthik, I saw that you opened a ticket with our support related to the same question. I'll be watching the ticket and as soon as we have a resolution, I'll post here. Regards, Angélica

Hi Mukesh, Currently, it's not possible to create a custom URL for the customer portal on Jira Cloud. We do have a feature request suggesting the implementation of such ability: - https://jira.atlassian.com/browse/JSDCLOUD-1627 For now, the best option is to use 301 redirects, here are some links that may help you…

Hi Mounika, It depends on what permission you want this user to have. The group "Administrators" allow a user to see menu "Jira Settings" and the group "site-admins" will allow them to see the "Site administration" in order to add/remove users and groups. So, if you want this user to access "Site administration" to manage…

Hi Norma, Just for us to better understand and help you with this issue, can you please give us the exact steps to reproduce this issue? Also, if possible, send us a screenshot of where the field shows correctly and where it shows as plain text. Regards, Angélica

Hi Ravi, You can add the parameter maxResults and add how many results you want to see: https://yourinstance.atlassian.net/rest/api/2/groups/picker?maxResults=172 I tested the second URL and it's working, at the end of the URL you must add the name of the group, for example, site-admins, administrators,…

Hi Роман, Thank you for your feedback. As it is related to the design and it's necessary that our dev team make changes, I would like to suggest that you open a suggestion for this modification to be implemented in the future on jira.atlassian.com. You can open this suggestion on the project JRASERVER and add the necessary…

Hi Rajneesh, Can you please check if the "Request type" is being filled when the ticket is opened? Please, check on the tickets if the request type is automatically set when the ticket is created. If the request type is added after the creation, the automation will show "Success", but indeed, the notification will not be…

Hi Dmytro, We will need to further investigate this issue, so I've created a ticket in our support. Soon you will receive an email from our support to continue treating this case. I'll be watching the issue and as soon as we have a resolution, I'll post here. Regards, Angélica

Hi Romer, For internal users to see backlog and sprints they must have a Jira SW license, even if we add a user without a license as an administrator in a project, they won't be able to see this information. Related to votes, they will need a license as well, but they don't need a license for Jira SW, it can be a license…

Hi Filia, Currently, it's not possible to see the date and time that a ticket was approved by each approver. We have a feature request for this information to be added in the history: - https://jira.atlassian.com/browse/JSDCLOUD-6264 Please, make sure to watch and vote to receive notifications about the feature. I'm sorry…

Hi Akanksha, Admins don't receive notification from all changes on tickets or other changes, for example, if someone deletes a user or customer. To see what changes are being made on projects and users you can check the Audit log. If you want to receive notifications from tickets created/modified, you must access the…

Hi Eric, Currently, there is no configuration that we can make on Jira to pull the original sender of an email when it's forwarded. Jira only pulls the "From" to add as a reporter. There was a feature request, but it was closed as "Won't do": - https://jira.atlassian.com/browse/JRACLOUD-43468 -…

Hi Rangarajan, It's possible to set a validator in the transition on the workflow. For example, if someone is closing a ticket and the start date is after the end date, it will show a message and they will have to set a start date and the end date (in the future). You can test and check if it works for you. Please, open…

Hi Sahan, Currently, there are no parameters that we can add on this API to check what is the default priority on the instance. I created a feature request for our dev team to check the possibility to add a flag where we can easily find which one is the default: - https://jira.atlassian.com/browse/JRACLOUD-69966 For now,…

Hi Matt, Currently, Jira mobile app for IOS does not show dashboards. We do have a feature request suggesting the implementation of such ability: - https://jira.atlassian.com/browse/JRACLOUD-63281 Please, make sure to watch and vote to receive updates about the feature. I'm sorry that we can't be more helpful on it at this…

Hi Bonnie, Since March 2018 Jira Service Desk does not support links to Confluence Server and Confluence Cloud hosted in a different domain. If you need to link a knowledge base to your SD Cloud, you will have to add Confluence under the same domain of your Jira Cloud. You can find more information on the documentation…

Hi Garikipati, Currently, Ping is not supported and also they didn't provide us a link to a guide on how to implement our SAML single sign-on with their platform. You can check our documentation to see what Identity providers are supported: SAML single sign-on If you have any other question, please let us know. Regards,…

Hi Jeffrey, Without an add-on, it's possible to set this configuration only with Jira Service Desk via Post Function. There is a configuration that you can make, but it will generate an alert for all tickets created in the project, not only Bugs. You can follow the link below to set this configuration, just change the name…

Hi Alyx, Currently, for a user to receive a notification from a ticket in a Software project, this user must have a license. There are two workarounds for this: 1 - Use the add-on "Email this issue", where you can click in the option "Email" in the ticket and add anyone that has an account in the instance as the recipient,…

Hi Brittany, Just for us to better understand and help you with this issue, can you please send us a screenshot of the error? Are this customers being converted to see Confluence pages without a license or are you converting them and adding a license to their profiles? If you want them to see Confluence pages without a…

Hi Ravi, To get group names you can use the example below: https://yourinstance.atlassian.net/rest/api/2/groups/picker And to get group members, this example: https://yourinstance.atlassian.net/rest/api/2/group/member?groupname=group-name You can find more information on the link below:…